Keeping It Simple Again

April, 2016

Maintaining effectiveness of both queues for individual agents and the overall campaign brings challenges.
In our March 2016 blog we made the bold statement that the job of a contact center is to try and personalise all of its work so that customers get to talk to a friendly face. Not just someone who can pull up their personal details on a screen, but ideally someone who knows them and with whom they have a personal relationship.

We had some interesting feedback on this idea. The general view seemed to be that if you have got the right brand and a customer has had good service before, then they should be happy to speak to anyone and keep doing business. OK, but what if the customer has had dealings with Ted before and has had a really good experience? Wouldn’t he feel even happier talking to Ted again? Sure he would and human nature being what it is, Ted is likely to do more business with the customer as a result, than any other of his colleagues would.

So our contact center encourages Ted to develop personal relationships with its customers and in no time at all his work queue starts to fill up with emails, SMSs, chat requests and voice calls. Ted loves it. He is master of his own destiny – running his own little business. So far so good.

But Ted’s supervisor has some good business concerns. He trusts Ted, but knows that he needs some tools to manage his workflow and be sure that all items in his work queue are processed within an acceptable time. Go outside the time, then depending on the work item, an alert gets raised for Ted and/or his supervisor. This could mean that Ted is just overloaded and needs to give up some of his accounts to others, or it might just be a signal to hurry up a bit!

The supervisor has another concern. He really doesn’t want to reduce his team’s effectiveness by moving work that breaks personal bonds, but he has his own growth targets, which include simply getting more new customers. And to do this he wants Ted to spend some time working outside of his own work queue, helping to run campaigns that generate new customers. Ted may not be too keen on this, particularly if he is earning good money by servicing his current personal contacts, but it has to be done.

And all this makes the job of the supervisor really challenging since he is being asked to maximise the surefire returns that well-functioning personal work queues run by Ted can deliver, against the need to switch Ted into business development campaigns.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

  • Flexible Contact Center Platform

    Softdial Contact Center™ – tightly integrated modules, designed to deliver at scale

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • Customise, Localise, White Label

    Design all user interfaces to individual requirements

  • Integration Via APIs

    ‘Swap out’ components and integrate with 3rd party apps

  • World Class Development

    Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

  • All Media Types

    Voice, chat, email, social, etc – fully integrated and blended

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Media Blending

    Automated, ‘best available’ decisions to blend and balance work load across all media types

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Intelligent Routing

    Smart rules and ‘best-available’ decisions to drive great customer service

  • Agent Scripts

    Help agents achieve and maintain excellence

  • Voice and Screen Recording

    See and hear exactly how agents are interacting

  • Analytics and Data Feeds

    Measure and evaluate performance at every level

  • IVR, Bots & Conversational AI

    Design effective automated flows or integrate with 3rd party providers

  • Customer Journey Tracking

    Stored customer contact history, to aid routing and add context to conversations

Modules

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment

  • Softdial One™

    Highly flexible unified web UI for agents, supervisors and administrators

  • Softdial Scripter™

    Create complex process flow scripts for agents, IVR, chatbots and other applications

  • Sytel AI Dialer™

    Best-of-breed predictive dialing under any compliance rules

  • Softdial Pathfinder™

    Precise routing rules for ‘best available’ connection

  • Softdial Media Server™

    Core telephony functions to manage all inbound/ outbound SIP calls

  • Softdial Reporter™ 5

    Fully customisable performance stats, charts and reports, across all channels

  • Softdial Publisher™

    Comprehensive data output to build your own reports

  • Softdial Recording Monitor™

    Audio and screen recording of agent activity to ensure the highest standards

  • Softdial Campaign Manager™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • Sytel Global Compliance™

    Flexible ‘no contact’ rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

  • Customer Service

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

    Secure, highly-configurable multichannel communications for excellence in patient care

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app